Lost My Case - Item Did Not Arrive, do not trust eBay & PayPal
I have been an eBay buyer for many years and had been very trusting on them. But here is my experience from the past two weeks which disappointed me greatly.
I purchased a Sony lens on eBay and paid 749 dollars with PayPal. The seller did not send out the item for a whole week. Till the day before the last delivery day, he updated a USPS tracking number which showed that the package was delivered. There was no package delivered to at all. I realized it could be a scam. I went to post office to check the tracking number and obtained the tracking report which clearly showed that this tracking number was for a 6 oz first class mail sent to somebody else with the same zip code. The seller basically stoled somebody else's tracking number and used it in my order. The lens weighs more than a pound and cannot be a 6 oz first class mail. And the package was not sent to my address at all.
I went back on eBay and opened a case. I provided the tracking report from USPS and highlighted that the package was too light to be a lens and was not sent to me.
Until now I still had faith on eBay, and believed I had provided very clear evidence to win my case. Shocking!! 3 days later eBay came back to me and failed my case. At the same time eBay support sent me a email to let me know the result. I replied to this email and questioned: why is my case lost? I also explained the package was not sent to my address and attached the tracking report from USPS. The support only suggested me to contact the seller about this issue or to contact the carrier to see if they lost the package. Obviously nobody actually read my message or the evidence I had provided.
I sent a couple emails later to emphasize my issue and the evidence and finally got different answers "After a thorough investigation I was able to check the tracking information, and I was able to verify that the packaged was delivered in SAINT PETERSBURG, FL 33710 last January 23, 2023. However, it does not stated the exact location. Please note that we don't have the item in possession or direct contact with your carrier...please understand that we no physical interaction with the items as an online platform. The claim was already closed as the tracking shows delivered to an address that matches your zip code or postal code address..."
Well long emails always but no useful information. Basically the answer from eBay is despite the tracking report from USPS showed that the package was sent to different address, in their system, the tracking showed it is delivered to my zip code(not my address). So they cannot do anything about it!!!! And from now on, I have not be able to get any reply from them.
I encountered a similar scam before on eBay. I provided tracking report and won the case. That made me fell like eBay is fair and trustable. But now I fell like eBay is part of the scam. They allow the seller to fulfill an order with a stolen tracking number without checking if it is the right package to the right shipping address. They will not check the tracking details or even won't review the evidence if you provide any. eBay is not a safe place to shop!!!
I have decided to delete my eBay account and will not buy anything on eBay anymore. I share my experience with you and hopefully you learned some lessons from it.
Because I used PayPal for this payment, I also opened a case and provided the same explanation and evidence in the case. PayPal and eBay are a family but I was still hoping PayPal will do the right thing. But 3 days later, PayPal failed my case again. Here is the reason they used to fail me: The case was closed in the seller’s favor as you received the item or service from the seller.
Yes, even I had provided explanation and evidence to show the tracking was not for my address.
It is very disappointing and frustrating during this process and with this result. It is not just for the money. It is more about trust, fairness and justice. I know I will not be able to get my money back. So please, if you are reading this post, be careful and cautious when you try to buy things on eBay.
zen.regi
OP3 years agoHere is update for my case.
Since I disputed my case on PayPal so eBay customer service couldn't refund my money after they reviewed my evidence because my case was not under Money Back Guarantee any more. I went to contact PayPal customer service by messaging them ( remember to request for an agent). I explained my case and requested her to review my case and go through the evidence I provided. She did and went back to me a while later and closed my case in my favor.
Finally I received my refund!!! Here are the steps if you encounter eBay tracking scam:
1. If the tracking says your package is delivered but you do not receive the package. Go to the carrier and ask them where the package is dropped off. They should be able to find out if the package is delivered to your address or not. If the package is delivered to different address, ask them for a tracking report or a document to clarify the package is not for your address. I obtained the tracking report from USPS office manager.
2. Send a message to seller to let him know what you find and ask the seller to respond. eBay will ask you to do so later anyway. If seller does not respond or try to work it out, you can let eBay know. At the same time, go to eBay under your order to file a case to report "item not received" and provide the tracking report or any evidence;
3. It is possible that eBay will close the case in seller's favor if the delivery zip code matches your shipping zip code.
4. Important! Go to https://www.facebook.com/eBayForBusiness to send a message to eBay customer support. Make sure to explain your case to include seller name, product number, order number, tracking number and evidence you have. It will take a while before a real person responds. So please be patient here. The customer service should be able to take care of your case if you provide enough information.
5. If step 4 does not work out. Go to your PayPal or your bank whoever you used to make the payment. Don't do 4 and 5 at the same time. Once you do 5, eBay cannot use Money Back Guarantee procedure anymore. So only go to 5 if 4 does not work for sure. I filed a dispute with PayPal before contacting eBay on Facebook which was a mistake.
6. For my case, PayPal automatically closed my case in seller's favor because he provided the tracking number to show a package delivered to my zip code. Right away I dispute this result for a second time. At the same time I went to PayPal help center and "contact us" and sent a message to request an agent instead of auto assistance. It took a few hours before a real person replied my message. But finally somebody actually responded and was able to manually review my case and go through the evidence provided. A few minutes later, she closed my case in my favor and refunded me right away.
My money is back. It is a long way. I want to share my experience with you and hopefully help you if you are ever in similar situation.
Thanks for all the suggestions and helps.
50amp
·3 years agoTHANK YOU FOR SHARING THIS!
mudshark61369
·3 years ago@zen.regi, @gooddealsoneebbay ,
When you lost the dispute did you use the appeal button in it, to provide ebay with the USPS info? Was the information given to you as a signed letter on USPS stationary? Did you bring a copy of your order details page that shows the shipping address, so the clerk could compare it to the one on the shipping label?
A signed by the clerk note on USPS stationary stating in general, that the label address did not match the one on the Order details page, and that the package type/ size/weight, was not appropriate for what you bought (USPS clerks cannot give the actual label address or package info) is what is needed to win an item not received dispute when fake tracking is used.
If you did lose the appeal, it was because the proper info was not given to them. If PayPal too declined your claim it was also because the information they needed to authorize a refund was not acceptable. The same thing will happen if you try to use the same info with your card provider.
You may still be able to contact ebay through their social media pages. (links below) You will need the seller's username, and the 12 digit item number w/out hyphens. In the message say you lost your original item not received dispute and appeal, but now have the correct info. add a Clear photo or scan of the USPS note to the message then sign it with your real and ebay username and a contact method you can tell them to use your ebay email address. It can take a couple of days to get a reply.
https://twitter.com/askebay
https://www.facebook.com/eBayForBusiness
zen.regi
OP3 years agoYes I provided a tracking report from USPS office. I obtained it from the office manager there. The report was included in this post but was removed by eBay community I guess. The report has shown the tracking details: package type, weight, delivered address ... everything. I even highlighted the address and package weight on the report.
eBay and PayPal failed my case because no a person looked at the report or read my explanation. Their reply was " the tracking shows the package was delivered to your zip code". Obvious that is what the system can see.
I also contacted customer service on Facebook. She said she will update by the middle of this week but now Friday nothing happened. I provided the tracking report to her also. She said it was perfect and nothing else needed from me.
If I did not get through this whole thing by myself I wouldn't believe this is the eBay I had been trusting and using for so many years.
kensgiftshop
·3 years agoOn that one image, why does it show May 15th?
Is that how long the tracking is avaliable?
zen.regi
OP3 years agoThat is not the date related to this case. You can see the details on the page.
50amp
·3 years agoI would do two additional things besides what Kathiec has suggested....file a police report with your local police or sheriff's office. It looks like you have plenty of proof that the item was not shipped to you...wrong address, yet to the correct zip code. Immediately contact the bank or agency that your credit card is issued through and file a dispute with the bank/credit card for the charge...noting a law enforcement report will be include with your claim. Turn over all your evidence and be sure to include you law enforcement report...you will probably have to sign an affidavit to the fact that you did not get the item your ordered.
Good luckðŸ‘😎
zen.regi
OP3 years agoI paid with PayPal and had opened a case with it but also failed because they also only look at the tracking information with zip code not my explanation and evidence. ðŸ™
50amp
·3 years agoAgain, I would suggest that you contact your local law enforcement office and file a report and in addition, sign an affidavit to the fact that you did not get the item you ordered...attach it to the report. An officer might talk with the residents and who knows (if this is not a fake tracking scam), you might get the $750 lens you ordered. If you still don't get the lens, then I would suggest that you resubmit your claim to Paypal with your new added documents.
Good luck😎
nh7235
·3 years agoWondering did you read the OP? The residents got a 6-ounce package, too light to be the $750 lens.
50amp
·3 years agoGood point, probably not a lens....but if an officer talks with the residents of the address where the package was shipped to (and they are not part of this...fake tracking scam), they might still have the package or could tell the officer what was in the package...something that would be and should be documented in the police report.
tinsoldierunderground
·3 years agoWOW, I'm really sorry this happened to you. I'm over in the Glenwood subdivision, same zip, and I've had my share of ebay delivery issues, but it's always been with the competency of our Crossroads PO. Follow kathiec's advice. A couple years back I had a similar incident where my item was misdelivered in 33710, honest seller, bad mail carrier. When it gets to this stage, you definitely need an ebay human involved.
zen.regi
OP3 years agoThis time it was a bad seller and eBay would not stand by my side. It is very disappointing.
fab_finds4u
·3 years agoPS- I think eBay also wants you to file a police report to go along with USPS letter. Too late I guess unless you can still appeal on PayPal.
zen.regi
OP3 years agoFiled a case with eBay and PayPal, both failed. The same reason, tracking showed package delivered to the same zip code. Nobody review the evidence I provided. Sad.
soh.maryl
·3 years agoYou needed a letter from the USPS stating that the package was indeed delivered, but not to your address.
soh.maryl
·3 years agoHave you tried a chargeback on your credit card?
zen.regi
OP3 years agoI did open a case on PayPal because it is what I paid with.
The same thing PayPal did not look at the tracking report and explanation I put in the case (twice). It let seller keep the money because seller submitted a tracking number said a package was delivered to the same zip code as mine( different address as indicated in the tracking report I provided). Disappointed.
fab_finds4u
·3 years agoI couldn't get through all that wall of next.
I do know if you opened a not received case it does not matter if you write in the case why you didn't receive it. The case will automatically close because tracking shows delivered. Automatically closing means nobody read your notes.
Next correct step was to get the Post office to write on USPS stationary that the tracking number xxxxx was not to your address, that it was addressed to and delivered to xxxxx address, and the writer has to sign the letter. Then you contact eBay on Facebook eBay for Business or Twitter and have them call you. You'll need to fax that letter to them. Trying to appeal by hitting an appeal button will not be successful if your proof is info in the tracking. Proof has to be USPS specifically putting it in writing by their hand the label was not addressed to xxxxxx your street address.
There's no chance for do overs.
If you paid by PayPal and file a case there they might automatically close the case because tracking shows delivered. I don't know to file an appeal on PayPal. They no longer have a number to call, just email.
If you paid with a credit card file a chargeback.
kathiec
·3 years agoYou're a victim of the fake tracking scam. Since eBay cases are largely decided by bots, all they look at is whether tracking shows delivered. Fortunately you already have all the information you need to escalate this to a human. You need to do this on eBay's Facebook account, www.facebook.com/eBayforBusiness. Send them a private message with the information you've submitted here. The reps there are well-acquainted with this scam and should be able to help you.
zen.regi
OP3 years agoThank you very much for your suggestion. I will give it a try and update later.
zen.regi
OP3 years agoI did go to www.facebook.com/eBayforBusiness and got somebody (real person I think) to respond. I explained my case and submitted USPS tracking report as evidence. She said she will need to get approvel from her boss and will come back to me by the middle of this week. Till today Friday, I haven't received any update or refund. I will try to contact her again.
Ebay comminity sent me an email and asked an update. So this is it. I cannot mark this post as"resolved" yet because it is not.